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English Language

University, School

Hak Innsbruck

Grade, Teacher, Year

2, Prof. Wagner, 2013

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Text by Jeanette Y. ©
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Letter of complaint: Marketing and Sales Department of Paper and Pen 10 er Street London W1 Sheldon and Sheldon 12 Fisher Street London WC1 08 March 2018 Order No: 98302 of 20 April Incorrect invoice! Dear Sir/Madam, I am an employee in the Marketing and Sales Department of Paper and Pen and I am writing a letter of adjustment to your company. First of all, I apologize for the inconvenience regarding your order. The first problem is that you ordered four interactive whiteboards WB5, but you received 2 whiteboards and 10000 pencils. That…

Product development:


Companies develop new products, or improve them to keep up with customer needs and demands. However, a company must first develop a plan for their products to move them from the idea stage to the store shelf.

So the product is one of the 4 Ps of marketing and there are several factors that are involved in the development of a new product.

First of all, it is crucial to know who had the idea and if the new product will fit into the existing range? An also very important point is to define if you have the resources and the equipment for this product. Furthermore you must decide how much the product will cost and how it can be promoted and distributed.

Before you can introduce a product you must do market research and technical or scientific research. The design of your product is also very important and you must choose an attractive packaging. The size, weight, materials and the features of the product are important components in this phase. When you have made all these decisions you can create prototypes. These mockups should be tested by consumers and if everything is fine, the end product can be produced.

It is essential to inform the staff about the new product and that needs training. The staff should know what the features of the new product are and what the benefits are for the customer. Improvements and how the new product is competitive should also be included in the staff training.

Marketers often use data form surveys to develop a target group.

Only when all these points are fulfilled you can consider how the product should be distributed. You can use several distribution channels e.g. retailers, wholesalers, distributors or direct marketing via e-commerce.


Complaint


Dear Mr Schneekotter

Our order no. 12/K2 for 50 Alpina Star snowboards has still not been delivered, although it was due within 2 weeks of date of order by 28 May.

We would be grateful if you could look into what has gone wrong and inform us on the details. Please also advise us on when we can expect delivery. We would be glad if you could do this at once, as we have several outstanding orders of our own.

Many thanks for your efforts and we look forward to hearing from you in soon.

Yours sincerely


Reply to a complaint

Dear Mr Schmitz

We are sorry to hear that your order no AF/45999/06 has still not arrived.

The goods left our stores on 12 October by ship. We have been in touch with the shipping company regarding this delay and we have been informed that delivery was delayed due to production difficulties so the ship was forced to wait.

We are glad to let you know that the goods will arrive by the end of this week at the latest.

We apologize for this and hope the goods will be delivered by the revised date.

Yours sincerely

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Product development: Complaint, Reply to a complaint, Reminder, Wrap rage, Customer Support, Opinion, Order
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Dear Wendy

We are sorry to note that you have had reason to complain about order no. 4529/LB/06. Christine is on a three day business trip and is therefore not available.

Nevertheless, I have initiated the check up on the packaging list and expect the results by this morning.

I will get back to you soon as I have the details. We request your understanding and patience on this matter and are sorry for any inconvenience caused.

All the best


Reminder

Dear Mrs Spiegl

We are sure that you have overlooked the enclosed invoice for $556.55.

As we have received no complaint from you, we assume that the consignment was in order.

We would be grateful if you could settle the invoice within the next few days.

If you have settled this invoice in the meantime, please ignore this reminder.

Invoice 89/K/9663


Dear Mr Frank

We are disturbed at having to write to you about our unpaid invoice, but we have already phoned you about it without any reaction on your part.

Perhaps you have a legitimate cause for not meeting your obligation. If you are dissatisfied with the consignment of tents, please contact us at once and we will look into the matter.

If this is not the case, however, then we must insist that you send us your payment without further delay.

With best wishes


Wrap rage:

Today modern packaging is often hard to open. This is caused by criteria’s that companies must fulfil, such as that goods shouldn´t be damaged during transport and items should be sterile. It is also important to make dangerous products child-proof. For this reasons firms make blister packs and they often use welded plastic. Especially seniors hurt themselves when opening items.

They try to open the products, for example cheese packages, medicine bottles, milk or juice cartons by tearing and cutting into the wrapping with scissors and knives. Another problem is that people often get frustrated when they cannot open the packaging and this also leads to injury. However, companies react to the customer complaints and try to create more consumer-friendly packaging.


Customer Support:

A lot of companies expect from their staff specific performance standards. To learn these standards, employees must do special trainings.

They learn to answer calls within three rings, treat the customers politely and be helpful, as well as identify the customer´s needs by asking questions and provide the information that is needed. If you cannot oblige, escalate the problem to your supervisor. Tell the customer that the matter will be placed in hand and keep any promise that you make. Also keep a record of the main points of the conversation and make it simple.

The most important thing is active listening. Don´t interrupt the customer except for clarifying questions. For example: Do you mean that? Summarize what the customer has said and don´t argue or excuse. Apologize and say that you are sorry for any inconveniences that may have been caused. Always finish with a positive outlook. These are the most important things you must consider when you handle a customer.


Good examples for customer support are call centers. The working conditions in a call center are often hard and you need good typing speed. Although jobs in call centers are very popular especially in Asia and India because of good wages, comfortable working conditions and genuine promotion prospects. If you want to work in a call center, you must be highly educated.

It is very important to speak very good English as well as have a good computer literacy and marketing skills. Good communication and listening skills are essential and you need to be patient, polite and good mannered. So you can earn six to ten times more than the average wage. In special trainings as mentioned above, employees are taught call centre terminology, slang training and listening skills.


Opinion:

First of all there are many negative facts to mention about call centers. For example many people are exploited and there are often horrible working conditions. They must answer their calls within three rings and they are often monitored and they must work in small cubicles. The doors are often locked and a lot of people get sick of this stressful work. The wages are often low and you must buy your own headset.

Employs change their names because this makes things easier for people from Britain for example at the other end of the line. On the other hand the big positive point is that they have a job and earn money. When companies from the USA outsource their firm to poorer countries like India, they generate jobs. This is very important because otherwise these people have no money and cannot finance their lives.


Product development:

Companies develop new products, or improve them to keep up with customer needs and demands. However, a company must first develop a plan for their products to move them from the idea stage to the store shelf. So the product is one of the 4 Ps of marketing and there are several factors that are involved in the development of a new product. First of all, it is crucial to know who had the idea and if the new product will fit into the existing range? An also very important point is to define if you have the resources and the equipment for this product.

Furthermore you must decide how much the product will cost and how it can be promoted and distributed. Before you can introduce a product you must do a market analysis and technical or scientific research. The design of your product is also very important and you must choose an attractive packaging. The size, weight, materials and the features of the product are important components in this phase.

Marketers often use data form surveys to develop a target group. Only when all these points are fulfilled you can consider how the product should be distributed. You can use several distribution channels e.g. retailers, wholesalers, distributors or direct marketing via e-commerce. These are the most important points to a successful development of a product.


Careers:

First of all it is very important to find out your true passions and the reasons why you love these and where they come from. After you know your true passions you can brainstorm how to include your identified passions in your everyday life. This can take place in a creative way, such as by making a mind map and putting up this mind map in your room. It is important to talk to experts of the areas you are interested in and get as much information as you can.

When you have someone standing behind, you everything gets easier. Define your definitions of success and failure new and look for a more positive and optimistic approach. Make a plan and create structure. It is necessary to think about your future and define your aims. Start to act now and don´t wait for the “right” moment. I think this is the most important point of all because everybody likes to postpone thins.

You should believe in yourself and communicate your ideas and goals, so you can let them grow.


Order

Dear Mr

Thank you very much for the illustrated brochure and the quotation of 10 May, which we have studied very carefully.

We are pleased to enclose our Order No. KF-74. The prices of the ladies´ watches meet our expectations.

The goods must be shipped by June 30 at the latest, otherwise the order will be cancelled. Alternatively acceptance of the consignment will be denied after the indicated date.

Payment will be made within 8 days on receipt of invoice less a cash discount of 3%.

Thank you again for your trouble, and we look forward to receiving the consignment in due course.

Yours sincerely


We would to place an order for the following items (your quotation of 10 May):

As agreed, the prices are US $ 1,200 each less 7% quantity discount to the trade. We know that you supply first orders for overseas customers against payment by c.i.l.c. and so we have instructed the CA Bludenz to open a L/C for US $ 56,000 in your favour, valid until 30 June. This L/C will be confirmed by the CA, New York. You can draw on this amount by sight draft within the mentioned time.

Please fax us your dispatch note. We expect delivery by 20 June as agreed.



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